Role & responsibilities

We are looking for an enthusiastic and energetic Escalation Specialist to manage complex customer escalations and deliver a first-class customer experience. The role involves resolving customer concerns quickly and effectively while maintaining strong relationships between customers and internal departments.

This is an excellent chance for an individual who enjoys variety, challenges, ownership, and problem-solving in a fast-paced environment.

Key Responsibilities

- Handle customer escalations received through inbound calls, tickets, and L2 support channels.
- Quickly identify and understand customer needs, particularly for escalated cases.
- Follow standardized policies, processes, and escalation protocols.
- Provide exceptional customer service with empathy, ownership, and professionalism.
- Set appropriate expectations and communicate resolutions clearly and effectively.
- Drive quick and effective problem resolution while ensuring customer satisfaction.
- Support customer retention and service recovery through timely follow-ups.
- Accurately document customer interactions, actions, and resolutions in CRM/software.
- Consistently achieve role-specific KPIs and service-level targets.
- Coordinate with internal stakeholders to ensure timely resolution of customer concerns.




- Handle difficult conversations and diffuse critical or crisis situations professionally.
- Communicate confidently with customers and internal stakeholders.
- Identify opportunities and spearhead initiatives to improve the overall customer experience.
- Demonstrate a solution-oriented approach with strong decision-making capabilities.
- Manage multiple cases simultaneously while maintaining accuracy and service quality.
- Take complete ownership of escalations until closure.

Preferred candidate profile

- Valuable knowledge and understanding of products, processes, and customer service protocols.
- Excellent verbal and written communication skills.
- Proficiency in English, Hindi, and Kannada is mandatory.
- Ability to work effectively under pressure and manage peak workloads.
- Comfortable working in a team-based escalation environment with minimum supervision.
- Robust stakeholder management and coordination skills.
- Excellent problem-solving and decision-making abilities.
- Patient, presentable, polite, and professional approach.
- Customer-focused and service-recovery-oriented mindset.
- Strong ownership, multitasking, and follow-up skills.
- Self-motivated and results-driven approach toward achieving targets.

📌 Walk-in || Escalation Specialist (Bengaluru)
🏢 H R Creations
📍 Bengaluru